Real time analyst

1 week ago

Mumbai, Maharashtra, India Kezan consulting Full time ₹ 5,00,000 - ₹ 15,00,000 per year
Hi we are looking for someone with minimum 2 Years minimum exp,
Responsibilities:
  • Reporting to the Head of Business Planning, the individual will assist in the build, production, maintenance, development, and communication of high-quality, accurate workforce management data and staff schedules across various campaigns, through the effective use of planning, reviewing, and analytical skills and toolsets.
  • Manage and maintain all workforce management data and information updated effectively in times of change, in line with the telephony system.
  • Build and develop staff shifts and schedules within workforce management, incorporating offline time requirements specific to each campaign.
  • Generate staff schedules, error checks, and updates.
  • Continuously update staff schedules via communications from operations teams and ensure that they are up-to-date and fit for purpose.
  • Generate and maintain staffing plans.
  • Assist in the hosting of regular meetings to review Planning with the Operations, highlighting potential issues, and suggesting and implementing solutions.
  • Develop and update operational recruitment plans and performance trackers.
  • Support multiple contracts during team absences.
  • Assist in the development of new MIS reports.
Must have:
  • Strong interpersonal skills
  • Excellent communication skills
  • Outsourcing experience preferred or multiple stakeholder management experience.
  • Microsoft Office literate aiming for expert standards.
  • User level skill set Calabrio WFM (12-month experience desirable)
  • User level skill set 8x8 telephony platform (Config Manager, agent skill management, priority management)
  • Analytical and reconciliation skills
  • Commercial awareness of multiple contractual KPIs
  • Service and cost-focused.
  • Proactive and flexible regarding working hours and workload
  • Understanding of data analytics and lifecycles (desirable)
  • Worked in a central Resource Planning function (desirable)
  • Demonstrable track record of achievement in a Resource Planning environment (desirable)
 

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